Anastasija Sapela
Riga
Summary
Highly motivated person with 8 years of experience in Online Gaming company and 1 year experience in Fintech startup. Launched new projects and communicated with online Customers and Licensee all around the world. Looking for further career.
Overview
9
9
years of professional experience
Work History
Senior Customer Support Specialist /Team Leader
Dzing Finance
01.2022 - 10.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
Customer Support Specialist
Dzing Finance
10.2021 - 01.2022
- Provided customer service through live chat and e-mail
- Served as liaison between customer support team, management and customer to improve customer service and business productivity.
- Analyses customer complaints and provide appropriate corrective actions.
- Assist directly or route customers to the appropriate personnel for assistance.
- Ensuring all customer information is accurate, up-to-date, and easily accessible.
- Ensure customer satisfaction by meeting customer needs in a courteous and timely manner.
- Communicating with customers via chat and call systems.
- Develop and maintain in-depth product knowledge.
- Conduct customer surveys about the company’s service so as to obtain feedback.
- Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.
Dual Play Host
Evolution Latvia
09.2017 - 10.2021
- Dual Play, Evolution Latvia
- Monitor Dual Play games to ensure quality of service
- Monitoring and providing assistance in both Live Chat and ticketing system
- Communication with online Customers via Live chat and taking appropriate action to resolve the situation
- Analyze online Customers complains
- Maximize online table availability through fast and effective resolution of incidents
- Communication with Casino Licensee
- Performing technical investigations of various queries
- Multitasking according to daily priorities
- Resolving requests received from clients and online
- Customers
- Game presenter
- Evolution Latvia
- Professional game leading performance
- Communication with product users from around the world
- Informing the users about game rules
Game Presenter
Evolution Latvia
09.2013 - 10.2021
- Professional game leading performance.
- Communication with product users with all around the world.
- Informing the users about game rules.
Education
U Bachelor of Arts: Bachelor of Humanities - Philology
University of Latvia
High School Diploma - undefined
Riga Daugavgriva School
Skills
- MS Office
- JIRA
- Confluence
- Kibana
- Okta portal
- Sharepoint
- Slack
- Languages : Russian / English / Latvian
Affiliations
Date of birth
06-24-1992
Timeline
Senior Customer Support Specialist /Team Leader
Dzing Finance
01.2022 - 10.2022
Customer Support Specialist
Dzing Finance
10.2021 - 01.2022
Dual Play Host
Evolution Latvia
09.2017 - 10.2021
Game Presenter
Evolution Latvia
09.2013 - 10.2021
U Bachelor of Arts: Bachelor of Humanities - Philology
University of Latvia
High School Diploma - undefined
Riga Daugavgriva School
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